Interviews
Q A
What is the value of providing tailored legal services to clients, and what is the best approach when creating these? We have a strong belief across the Group in the benefit of tailored services. Our legal service is tailored to each customer. Each individual client has specific needs and requirements, and this applies to all cases – from a simple uninsured loss recovery case to a catastrophic injury case. The individual circumstances of each customer must be considered, along with the significance of the claim to them. We consider not only substance of the claim, but also aspects such as the preferred method of communication. Some customers prefer more of a hand-holding approach with lots of discussion and explanation, whereas others prefer the efficiency of electronic communication.
The single, most fundamental requirement for building insurer relations is to look after the insurer's customer
It is also important to offer bespoke services on the insurer side of the business. All insurers have different priorities and different requirements. We develop insurer and broker specific FNOL and claims systems, in conjunction with our insurer clients, to ensure that their specific needs are met. We are able to bring, not only our own developers an IT to that process, but also a wealth of experience gained in acting for multiple insurers over many years.
Q A
What new and emerging risks are facing law firms and how is Carpenters Group addressing
these?
The main risks facing motor and injury law firms arise from the whiplash reforms, and the resultant new entrants to the market in terms of CMCs. We are working with our insurer and broker clients to ensure that individual customers remain protected despite these changes, and continue to receive the highest quality service. n
Alan Hayes
is Chief Legal Officer at Carpenters Group.
Carpenters Group Supplement 21